May 18, 2010:

ITIL - State of the Nation

Facilitated by:
Patrick Bolger (Hornbill)

The widespread popularity of ITIL has resulted in unprecedented levels of adoption globally. ITIL V3 has been with us for almost 2 years, yet there has been very little information available about its uptake…until now Commissioned by Hornbill, “ITIL – The state of the nation” was the first international survey of its kind and the results of the research provide answers to many of the questions practitioners have been asking.

What versions of ITIL have organizations adopted?

• What is the level of uptake of ITIL V3?
• What are the main barriers to adoption?
• Which processes are adopted first?
• Which processes are rarely adopted?
• What are the average levels of process maturity?
• Are organizations realizing the benefits?
• With the benefit of hindsight, what would adopters do differently?

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April 2010:

It's About Time

Facilitated by:
Barry Leinbach (Leinbach & Associates)

Have you ever said “I am definitely going to take a course on time management …. Just as soon
as I can work it into my schedule”. If so then you should attend this presentation on the down and
dirty of time management. In this fast paced session Barry will give you the tools to better manage your time in the increasingly demanding industry of ours. The only time we have power to act is NOW! Time management is about self-discipline, focusing on what is most important, regularly reassigning our priorities, concentrating on whatever makes us a better person, valuing time, using it wisely and acting now.

Some of the topics we will cover include:

• Concentrating on results
• Time wasters
• Procrastination
• Cluttered in the office
• In a word, NO.
• Meetings can waste time
• Interruptions
• Phone Wasters
• To-do Lists
• Goal Setting
• Email
• Delegating

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Tuesday January 19, 2010:

Conflict Resolution
Facilitated by:
Kent Highnam (Justice Institute of BC)

This seminar presents an overview of the concepts and skills of collaborative conflict resolution.
You will explore factors that lead to conflict escalation and those that can de-escalate conflict.
You will have opportunities to identify and practice the attitudes and behaviours that lead to positive outcomes in conflict situations.

About your presenter, Kent Highnam Cert. ConRes., BA, MA,

Kent has a background in international and public relations with the United Nations and the International Red Cross. He has worked in public and private organizations as an instructor and practitioner in interest- based processes and as a visiting lecturer at Simon Fraser University. Kent also has experience in human resources and labour relations issues and is currently Coordinator of Customized Training Solutions at the JIBC Centre for Conflict Resolution.
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Tuesday November 17, 2009:

Local HDI Analyst of the Year Awards Presentation

and

Problems! Issues! Concerns!

Have you ever sat at your desk shaking your head and saying to yourself “What am I going to do with this situation!?!?! Well, you are not alone, we've all been there. HDBC is presenting a great opportunity for you to share your problems, issues and concerns with those that have been in the same crisis as you. It doesn't matter if you have a small help desk or a large help desk, the issues are the same. Training, staff dynamics, cost recovery and Help Desk marketing are only a few things that we have to deal with on a daily basis.

Long time HDBC Member and Director Barry Leinbach (of Barry Leinbach and Associates) will facilitate a fun, interactive and solution filled session of your hot topics. Bring your challenges so your fellow HDBC members can brainstorm to come up with answers and solutions.

Be prepared to have fun but also be prepared for a thought-provoking session.

About your presenter, Barry Leinbach

Barry was running an IT call center before the concept became popular. With more than 30 years of experience, his approach is practical, well-tested and effective. Barry is an expert in customer service excellence, help desk support, and communications skills. He uses real-life experiences to teach support professionals how his solutions can be applied effectively.

Barry conducts workshops with many large corporations including BC Hydro, EDS, Comtech, Traveller Underwriter, ICBC and British Columbia Open University. Barry's speaking engagements include HDI Conferences (Nashville 2006, Las Vegas 2005, 2007, Dallas 2008), HDI Canadian Tour, several IT4BC conferences for BC Colleges and Universities and Help Desk BC.

In his spare time Barry volunteers at the Kitsilano Showboat, an outdoor theatre as MC. He is also a member of the Vancouver Firefighters Band.

Barry's light-hearted and enthusiastic approach keeps participants actively involved in all aspects of his presentations. Be prepared for an energy packed session.

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HDBC Analyst of the Year Award
2009-2010

Finalists for the Analyst of Year award:

Ross Evans, BC Automobile Association

Ron Lai, Davis LLP

Jeremy Phung, Work Safe BC

All Regional winners receive a complimentary conference registration, paid for by Robert Half Technology, the HDI Analyst of the Year premier sponsor.

HelpDesk BC congratulates all nominees on their extraordinary skills & accomplishments!

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Tuesday Oct 20 2009:

Multigenerational Perspectives in the Workplace
Presented by:
Antonio Zivanovic
Corporate Occupational Solutions Inc
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A little awareness goes a long way

• Are you ever overwhelmed by the diverse opinions when trying to make a decision at work?
• Are the names “whipper-snapper” or “dinosaur” ever whispered in jest around the lunchroom?
• Have you invested countless hours discussing the pros and cons of facebook or received handwritten notes of thanks for a small task?

If you answered with a loud yes to any of these questions, you are likely experiencing the joys of a multigenerational
workforce. People from different generations have worked side by side throughout much of human history, but
increased life expectancies, access to education, and retirement delay mean that in many workplaces four or more
generations of workers interact daily.

This workshop explores the rich diversity of the four generations represented in the workplace today, and focuses on
the different expectations each group has in areas such as communication, time management, organization, and
customer relations. Participants will engage in open discussion and be encouraged to bring to the table any
‘multigenerational' issues that act as obstacles in the workplace. Participants leave this workshop with a better
understanding of their colleagues at work and a motivation to respect generational differences as opposed to
fighting them. This workshop is affiliated with the COS Work-life Balance series and is 60% lecture, 25% discussion
and 15% interactive.
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About your Presenter
As CEO, Antonio is responsible for setting the organization's strategy and vision with input from the Senior Management Team and the COS Board of Advisors. Antonio works to ensure that all projects support the corporate strategy in all COS lines of business, and sets annual budgets for the organization. Passionate about enhancing lives by developing Workplace Health and Wellness programs, Antonio also works closely with clients, to determine their corporate health and wellness strategies and implement sustainable programs that provide a significant return on investment.

Antonio is the current Chair of the Work, Health & Engagement Roundtable for the BC Human Resources Management Association (BC HRMA) and Chair of a Company of Young Professionals Group with the Vancouver Board of Trade.

In 2007, Antonio and four affiliates launched a non-profit organization named The COS Football Giveaway, which seeks to donate 3,000+ soccer balls to a different developing country each year.

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Tuesday September 15 2009:

Manage Difficult Customers by
Improving the Relationship using the NLP Approach

Presented by:
Lynn Cook
Com-Tech Learning Solutions

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It's easy to proclaim that “The customer is always right.” But it can be difficult to practice that concept
when a customer's emotional outburst, criticism or verbal abuse is directed at you. The NLP, Neuro
Linguistic Programming, is about making sense of how we do things and how we can affect change to
make things better. Often when things go badly, we believe something is wrong with the people we're
dealing with; it doesn't occur to us to change our own attitudes and behavior.

You will learn effective skills for managing difficult interactions while maintaining your cool. Topics include ways to stay calm when an angry customer lashes out, how to choose the response that best fits the situation, knowing when and how to apologize and ways to bring the incident to a polite and positive close. By following NLP techniques, you can change the way you think and how you interact with others.

NLP is not about what to do; it's about how to do it!
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About your Presenter

Lynn has 25 years of experience facilitating course to individuals and organizations to help improve their
performance. She has worked as a Senior Facilitator for the largest financial institutions in the world as well as designed and delivered extensive Wealth Management programs to the Canadian Credit Union system. She is currently a personal and business development coach to a number of trainers within the corporate system as well as a change management coach to people facing life changing events in their lives

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Tuesday June 23, 2009:

Making Connections and Building Relationships

Presented by:
Sophie Klossner, HDI

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We connect with people every day, some more strongly than others. Each encounter is full of promise, and what we do with the opportunity is what turns strangers into support systems and colleagues into
comrades. Making connections and building relationships give people an insight into who you are, creating trust, knowledge, and friendships. By investing in others, giving a little of ourselves, and remembering that we have more in common than we have differences, we grow. Start improving the relationships in your life.

Join Sophie Klossner, HDI's Local Chapter Membership Director, as she invites us to build our relationships here and now.

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About your Presenter
Sophie has been an influential member of the HDI team since 1992. She focused on event planning, content and coordinating speaker development for the first two years with HDI as well as managed HDI's human resource department for 8 years. Since 1999, Sophie serves as the Local Chapter Membership Director and Chief Member Advocate, working closely with Local Chapter officers and members to maintain open lines of communication, representing members needs and issues, and building strong relationships with all of HDI's chapters, officers and members.

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Tuesday May 19 , 2009:

Migrating to Windows Vista and Office 2007

This session will provide an overview of the tools and planning considerations for deployments of Vista and Office 2007.  The presentation will cover some of the main planning and compatibility tools and services available.  In addition, the session will include tips and lessons learned from customers who have already deployed Vista and Office 2007.  Time permitting, the session will also cover deployment planning and considerations for Windows 7.

Mark Gayler

Mark has been an IT Professional for over 20 years and has undertaken major IT projects throughout the world in a variety of industries.  Mark has been with Microsoft for over 5 years working in Strategy Consulting and Technology Specialist teams.  Even though he is British by birth, Mark spent 7 years growing up in Kamloops, BC and graduated from BCIT in 1982 before returning to the UK.  Mark transferred from Microsoft UK to Microsoft Canada in January 2008 and now resides with his family in Tsawwassen, BC.  Mark's current role is a Technology Strategist for the Western Canada Government team, focusing on Municipalities from Vancouver to Winnipeg.

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Tuesday April 21, 2009:

Winning Customer
Service Strategies

facilitated by:
Jean Mitchell,
Manager, Call Centre & Industry Training Solutions
Call Centre of Excellence - British Columbia Institute of Technology (BCIT)

PowerPoint presentation

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You have an important technical role at the Help Desk: solving hardware, software and
other technical problems, and helping people get on with the work they do. Your technical
role is only part of the picture, though. You have the opportunity to provide winning customer
service, empowering your clients to feel good about asking for assistance and about their
own technical skills. In this active session, you'll have a chance to think about how you can
deliver winning customer service to empower your clients in a variety of situations.

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About your Presenter

Jean is a certified corporate trainer, call centre consultant, and Manager of the Call Centre of
Excellence at the British Columbia Institute of Technology (BCIT) located in downtown Vancouver
where she designs and delivers training, and manages four programs – full-time Agent Training
Series, Management Series courses, Workshop Series for Call Centres, and customized training
programs for industry. Jean also oversees and manages the Call Centre Program Advisory
Committee which reports to the BCIT Board of Governors. A Director of the Board with Contact
Centre Canada ( CCC) and a member of the Board of the BC Contact Centre Association (BC CCA)
for seven years, Jean is currently President.

A partnership with the Aboriginal Community Career Employment Services Society (ACCESS) and
BCIT enabled over 100 aboriginal students to receive call centre agent training at BCIT in 2003 with a
70% employment rate. In 2002 the Call Centre of Excellence licensed their curriculum and delivered
train-the-trainer sessions to a large training/call centre institute in New Delhi, India, with Jean Mitchell
as the key trainer. In 2001 a joint partnership with BCIT and Kaplan International launched the BCIT
program to industry in the US, with Jean as a lead consultant and trainer. She has worked with
Highlands University in New Mexico and several large US Call Centres. During Jean's extensive career
as a call centre consultant and trainer with TELUS and Stentor Resource Centre Inc. (SRCI) she
focused on recruitment and specialized in motivational coaching for Supervisors and Team Leaders.
Jean has worked with Government services and many small, medium and large businesses across
Canada.

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Tuesday March 17, 2009:

The Artistry of Change:
Activating Your Creative Capacity to Thrive Under Pressure

facilitated by:
Carla Rieger
The Artistry of Change
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The Artistry of Change® is a powerful approach to taking the curve balls of life and hitting a home run. During this entertaining, interactive and practical session you will discover:

• the need for developing innovative thinking skills to stay competitive and effective in today's workforce
• a process for helping yourself (and others) move out of the stress response and into a proactive one
• how to activate people's creative capacity to see solutions when stuck in only seeing obstacles
• a way to re-train yourself in 5 new habits for staying creative, centered and resourceful during intense times

Experience the power of turning fear and doubt into confidence and clarity.

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About your Presenter

Carla Rieger is an author of four books and a regular writer for several publications. She specializes in helping people form creativity habits that allow them to stay in high performance states and to create a proactive mindset especially during change, challenge and conflict. She has spoken to over 1500 groups internationally of up to 4000 people. She is the director of The Artistry of Change, a Vancouver-based consulting firm that specializes in using creative thinking to manage change. In addition Carla has been the artistic director of a several theatre troupes and has toured in her own one-woman show.

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Tuesday February 17, 2009:

Presenter:
Jennifer Cowland
Branch Manager , Robert Half International

Topic:
Etiquette @ Work

Whether you realize it or not, people pay close attention to business etiquette, from how you shake a person's hand to whether or not you remember to turn off your cell phone or PDA at a meeting.  Good etiquette adds to your overall credibility.  On the other hand, poor etiquette can hurt your professional relationships.  This presentation looks at many areas of business etiquette in the IT workplace, including networking know-how, meeting manners, dining decorum and more.

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Tuesday January 20, 2009:

Output Management
Facilitated by:

Anthony King
Output Management Inc.

As technical customer service professionals we get questions about everything (and anything) in our organizations!

We can't expect to be experts on all aspects of technology however we can attend sessions that provide us with information which increases our knowledge and our ability to provide the best support possible to our clients.

Anthony will provide us with a session dealing with issues surrounding printing including:

1. A Printer – The Most Complex Piece of Equipment in your Office.
2. Printer Settings – The Connection
3. Why is a Cost Per Page (CPP) program good for your helpdesk?
4. The Top 10 Print Related Issues and Solutions
5. Your Top 5 Print Related Issues.
6. Question and Answers.

Please complete the following survey which will assist Anthony in customizing his session to provide information of importance to you: http://www.eSurveysPro.com/Survey.aspx?id=208aaa99-c07f-410a-87e2-2aba3779322d

About your presenter, Anthony King

Anthony's IT experience starts in PC and server manufacturing out east learning the nuts and bolts that eventually wind up in your data center. Then moving out west to work with a Systems Integration VAR focused on the engineering firms throughout BC. Next it was time to become a customer as the Manager of Information System for an Accounting firm with offices throughout western Canada. Moving next to HP gave Anthony the opportunity to develop specialized skills in printer, copier, and fax management, deployment, and infrastructure. Finally, eight years ago Output Management Inc (known then as Infinite Ideas) was born. A consulting company focused on Print and all the mediums of information delivery aka “Output Management”. Its client list includes Intrawest, Fraser Health and ICBC.

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__________________________________________________

November 2008:
MINAZ JIWA, has been selected as the HDI Canadian Regional Analyst of the Year winner !!!

Minaz won the local HDI Analyst of the Year Award in November 2008. He recently won the regional award and will now compete for the global award that will be held during the HDI Annual Conference & Expo, in April 2009.

We are all very happy and excited for him. Go Minaz Go!

Check out Past HDI Analyst of the Year Winners:
http://www.thinkhdi.com/hdi.aspx?c=32 _

__________________________________________________

HelpDesk Analyst of the year 2008/9 WINNER:


Minaz Jiwa
WorkSafe BC

On November 19th 2008, Minaz Jiwa was selected as HDBC's 2008/2009 Analyst of the Year!   Congratulations to all of our finalists for demonstrating excellent customer services skills, impressive technical knowledge and outstanding teamwork.

As the local Analyst of the Year winner, Minaz will move on to represent BC at the HDI Canadian Regional Analyst of the Year competition.  The HDI Canadian Regional winner will advance to the HDI Global Analyst of the Year competition at the HDI 2009 Annual Conference, www.thinkhdi.com/hdi2009, in Las Vegas, NV in April 2009.

Next year, plan to nominate your Help Desk star performers and recognize them for the outstanding work they do...

Click here for details on this award.

March 2008

April 15th meeting information available:
ITIL v3: Is It Worth All the Fuss?
Burnout
HelpDesk Future

facilitated by George Spalding, Vice President Pink Elephant.

February 2008

RADAR Solutions Group Inc. - HDI Desktop Support Technician training coming in March.

February 2008

CANCELLATION - February 13th ITIL v3 for Dummies!

HDBC apologizes for any inconvenience but this session has been cancelled.

February 2008

A new job posting!

January 2008

Events News!

Special seminar ITIL v3 for Dummies on February 13th, facilitated by Paul Wilkinson and Sponsored by Com-Tech Learning Solutions

February 19th meeting, Big Fat Lies and Misconceptions About Your Help Desk With Barry Leinbach

January 2008

A new job posting!

January 2008

Congratulations to Geoff Hollefreund (ICBC)!
Geoff was named our local Analyst of the Year in November and he has just been named HDI Canadian Regional Analyst of the Year!

January 2008

Two new job postings!

January 2008

HDI 2008 Annual Conference - register now !!

The HDI 2008 Annual Conference is THE event for Help Desk/IT Support professional.  Check out http://www.thinkhdi.com/hdi2008/ for 6 inspiring keynotes, 8 seminar tracks and dozens of informative seminars.  Mark your calendars - March 9-12, 2008 in Dallas !

Winter 2008 President's Message now available.

November, 2007

HDBC is pleased to announce our 2007/8 Analyst of the Year: Geoff Hollefreund, ICBC. Five finalists competed for the award and each one was a star performer in their Help Desk environments. Click here for more information.

Congratulations, Geoff!

November, 2007

Vancouver-based ITIL® V3 Courses now available; details available here.

November, 2007

We are happy to welcome Softchoice as our newest silver sponsor of the 2007 HelpDesk BC Analyst of the Year event.  Softchoice is proud to support this event and wishes the winner the best of luck in going on to represent BC at the Canadian Regional Analyst of the Year event.  Thank You Softchoice!

November, 2007

New Silver Sponsor for the 2007 HelpDesk Analyst of the Year event. Brighton Consulting Inc. returns for the second year as a sponsor of the HelpDesk Analyst of the Year event. Their continued support makes them our leading sponsor for this event and plays a significant part in the success of this award.

October 2007

SPONSORS MAKE FOR A GREAT EVENT! HelpDesk BC would like to recognize and thank the sponsors of the 2007 HelpDesk Analyst of the Year event.

Silver Sponsor:

As a silver sponsor Canadian Communication Products has taken a leadership role in the 2007 HelpDesk Analyst of the Year event.  Their support has allowed HDBC to recognize the best and the brightest in the local HD industry.  Thank You CCP!

October, 2007

October meeting presentation, Powering your CTS Investment with Diagnostics and Resolutions, now available. Click here to view past presentations.

September 2007

RADAR Solutions is bringing HDI training to Vancouver! Click here for full details about the courses and dates

September 2007

HelpDesk BC Analyst of the Year program is back! Nominate the stars on your team and recognize their hard work and dedication to their customers, your organization and the Service & Support industry. Click here for information and nomination forms.

August 2007

Time to renew your HelpDesk BC membership ! Your HDBC membership expired on June 30th, 2007. To continue receiving quality information and informative seminars, please click here to renew your HelpDesk BC membership for the September 2007 - June 2008 season.

August 2007

New ITIL training courses available from Com-Tech Learning Solutions. Click here for Fall course calendar. Click here for ITIL v3 training promotion for HelpDesk BC members

New HDI Chapter forming on Vancouver Island
On September 27, 2007, a new HDI Chapter will be started on Vancouver Island. Barry Leinbach is honoured to be the first presenter for this new Chapter.

Contact Normal Louden for further information.

July, 2007

New job posting information.

July, 2007

Fall 2007 meeting details are available now! Mark your calendars and see you there!

July, 2007

If you love to create web forms and have a little time on your hands the HDBC Executive would like to hear from you. The Executive needs some additional assistance with building forms to add to the web site. If you would be able to assist please email Rosemary McCallum.

July, 2007

New job posting for Kwantlen University College.

July, 2007

Please welcome our newest Executive at Large, Ed Chyzowski.

June, 2007

Kirk Weisler, HDI's Chief Morale Officer, has a great way to start each day. Take a look at his web site, http://www.kirkweisler.com, or sign up for his newsletter.

June, 2007

A busy time of year! Check out HDBC updates throughout the summer!

• Summer message from our President
• Katherine Spencer Lee's June presentation
• Membership dues are due soon - keep watching this site
• Cyber crime and the September HDBC meeting - details available soon
• Have a safe and happy summer and see you in September!

May, 2007

On May 15, 2007, HelpDesk BC held elections for three positions on the association's executive team. HelpDesk BC is pleased to announce that Sandy Azevedo was elected VP - Finance, Giselle Collins was elected VP - Programs and Rosemary McCallum was elected VP - Newsletter/Web Editor. Congratulations to all of our newly elected Executives !

May, 2007

Sierra Systems' Corporate office, located in Vancouver , is currently seeking an enthusiastic, and customer-service focused Help Desk Analyst. More details available here.

May, 2007

New Microsoft Certification Coming Soon!

At the recent HDI 2007 Conference, it was announced that Microsoft will be partnering with HDI to offer a new level of certification - combining both the technical skills (Microsoft) and soft skills (HDI) necessary for today's dynamic support environments.

As a part of the Microsoft Certified Desktop Support Technician Certification (MCDST), individuals can earn either:
Microsoft Certified IT Professional: Enterprise Support Technician certification
Microsoft Certified IT Professional: Consumer Support Technician certification

The new certification will be available in the Fall of 2007.

See for further details: http://www.thinkhdi.com/microsoft/

May, 2007

HDI's Global Analyst of the Year Winner
At the HDI 2007 Annual Conference (April 30 - May 3, 2007), HDI's Global Analyst of the Year was selected from the HDI Regional Winners.  Chris Dolding (ICBC) was the Canadian Regional Winner and represented us well at the HDI Conference.  Bimpe Oyelese (World Bank, representing HDI's Capital Region) was selected as the Global Analyst of the Winner.  Robert Half Technology is the global sponsor of HDI's Analyst of the Year program.

See http://thinkhdi.com/hdi2007/industry_awards.aspx   for all of HDI's service excellence award winners.

HelpDesk BC will be facilitating the local Analyst of the Year program later this year.  Remember to nominate your star performers…  it's a great way to recognize their dedication to customer service excellence.

May, 2007

The Computer Technology Program at Vancouver Community College is looking for summer practicum opportunities. The work study is seven weeks long, from Monday July 3rd to Friday Aug 17th, 2007 and interviews start in the middle of May. For more details, click here.

May, 2007

DATE CHANGE - RADAR Solutions Group HDI courses rescheduled to July 9-10 for the Support Center Analyst and July 11-12 for the Support Center Team. Details on the training courses available here.

HDI's corporate office is located at:
102 South Tejon Street, Suite 1200,
Colorado Springs, CO 80903

Calendar of Events